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[General] Quiz 2026 CRT-261: The Best Exam Certification Preparation for Service Cloud Con

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【General】 Quiz 2026 CRT-261: The Best Exam Certification Preparation for Service Cloud Con

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q164-Q169):NEW QUESTION # 164
AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?
  • A. Service requests are asstgred to the technician using Omnt-Channel.
  • B. Service requests are scheduled using Salesforce Field Service.
  • C. Service requests are assigned to a quruc where the technician can accept it.
  • D. Service requests art assigned by the support reps to trie technician
Answer: B
Explanation:
Scheduling service requests using Salesforce Field Service is a solution that can ensure the repairs are completed in a timely manner by technicians with the appropriate skill set. Salesforce Field Service is a feature that allows administrators to manage the entire service lifecycle, from scheduling and dispatching to tracking and reporting. Salesforce Field Service can help assign service requests to the best available technicians based on their skills, location, availability, and priority, as well as optimize the routes and travel time for technicians. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
field_service_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
field_service_scheduling_overview.htm&type=5

NEW QUESTION # 165
Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation?
Choose 2 answers
  • A. Assignment Rule
  • B. Workflow Actions
  • C. Escalation Rule
  • D. Milestones
Answer: C,D
Explanation:
Explanation
Milestones and Escalation Rules are two features that need to be configured as part of the entitlement process implementation. Milestones are time-dependent steps that represent required service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert or reassigning the case. Verified References: : Milestones : : Escalation Rules

NEW QUESTION # 166
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
  • A. Macros
  • B. Quick Text
  • C. Publisher Actions
  • D. Chatter
  • E. Omni-Channel
Answer: A,B,C
Explanation:
Explanation
Publisher actions, macros, and quick text are Salesforce productivity features that can help reduce the clicks a customer support agent uses when working on a case. Publisher actions are buttons that let you create records or perform tasks from the feed or record page. Macros are sets of instructions that tell Salesforce how to update fields, send emails, and perform other tasks on a case. Quick text are reusable messages that you can insert into emails, chats, tasks, events, and more. Verified References: Sales Cloud Productivity Best Practices

NEW QUESTION # 167
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
  • A. Create a dashboard that includes articles submitted by agents and approved for publication.
  • B. Measure and reward agents based on the number of new articles submitted for approval.
  • C. Measure and reward agents based on the number of new articles approved for publication.
  • D. Require agents to check a box on the case when submitting a new suggested article.
Answer: A,B

NEW QUESTION # 168
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
  • A. Create a sharing rule to share the contact record with the community member.
  • B. Change the org-wide default for cases and contacts internal access to private.
  • C. Update the case assignment rule to add the community member to the predefined case team.
  • D. Set up a sharing set to grant access based on the community member's contact record.
Answer: D

NEW QUESTION # 169
......
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